Buyer Protection
Every purchase on Luxee is protected. Your money is held securely until you receive your item and confirm it matches the listing. If something goes wrong, you get a full refund.
How It Works
Your payment is held in escrow from the moment you pay until you confirm the item is as described.
Secure Payment
When you buy an item, your payment is held securely by Luxee. The seller does not receive the funds until you confirm everything is okay.
Inspect Your Item
Once delivered, you have 48 hours to inspect the item. Check the condition, authenticity, and accuracy against the listing.
Confirm or Dispute
If everything looks good, confirm delivery and the seller gets paid. If something is wrong, open a dispute within the 48-hour window.
Get Your Money Back
If your dispute is approved, you receive a full refund to your original payment method within 3-5 business days.
Coverage Details
Protected
- Item is counterfeit or not authentic
- Item does not match the listing description
- Item arrived damaged during shipping
- Wrong item was delivered
- Item has undisclosed defects not shown in listing photos
- Item never arrived (lost in transit)
- Missing accessories that were listed as included
Not Covered
- Change of mind or buyer's remorse
- Item doesn't fit (unless size was misrepresented)
- Minor colour variations due to screen differences
- Wear consistent with the listed condition grade
- Items damaged after delivery due to buyer handling
- Disputes filed after the 48-hour inspection window
Buyer Protection Fee
A small fee of 3% is added to your purchase to fund this protection programme.
What the fee covers
Example: On a HK$10,000 purchase, the buyer protection fee is HK$300. Your total is HK$10,300. If the item is not as described, you receive a full HK$10,300 refund including the fee.
When is the fee refunded? The buyer protection fee is refunded if your dispute is approved, if the seller cancels the order, or if the item is lost in transit.
How to Open a Dispute
Go to your order
Navigate to your Orders page and select the order you want to dispute.
Tap "Report Issue"
Select the reason for your dispute and provide a detailed description. Upload clear photos showing the issue.
We review your claim
Our team reviews both sides within 24-48 hours. We may contact you or the seller for additional information or evidence.
Resolution
If approved, you receive a full refund within 3-5 business days to your original payment method. If rejected, the payment is released to the seller.
Common Questions
When does the 48-hour inspection window start?
The window starts as soon as the item is marked as delivered. You have exactly 48 hours from that point to inspect and either confirm delivery or open a dispute.
What happens if I don't confirm delivery within 48 hours?
If you don't confirm delivery or open a dispute within 48 hours, the payment is automatically released to the seller after the dispute window closes.
Can I get a refund for the buyer protection fee?
Yes. If your dispute is approved, you receive a full refund including the buyer protection fee. The fee is also refunded if the seller cancels the order or the item is lost in transit.
How do I prove an item is not authentic?
Provide clear photos of the item, tags, labels, serial numbers, and packaging. Our team compares these against known authentic items. If needed, we may request a professional authentication opinion.
What if the seller disagrees with my dispute?
Both sides can submit evidence during the review period. Our team makes the final decision based on the listing description, photos provided, and the item received.
Money-Back Guarantee
If your item is not authentic or significantly differs from the listing description, you are guaranteed a full refund of the purchase price including the buyer protection fee and any shipping costs.
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